Linthorpe Surgery

Phone queues make appointments impossible

The telephone system is extremely frustrating and difficult to navigate. Despite several years of using this practice, the situation appears to have deteriorated further. I completed an online consultation form without receiving a response, and attempting to contact the practice by phone proved equally unsuccessful. At this stage, it is questionable whether the practice can function effectively as a medical facility when basic communication with reception staff is so challenging. The overall setup feels designed to consume patients' time rather than facilitate access to care.

Quick response and helpful phone call

After submitting an online consultation, I received a prompt same-day response confirming that my prescription had been processed and was ready for collection. A helpful member of the reception team called to inform me of this and was extremely pleasant and professional throughout. They are a real asset to the practice and I am very satisfied with the service provided.

E-consult responses taking far too long

The online consultation service appears to have response time issues. Despite the stated maximum of two days for replies, a response had not been received by the end of the third day.

Online booking system frustrates more than helps

I do appreciate the surgery when it's functioning properly, however the online consultation system and appointment booking process feels inadequate. Frequently it directs you towards hospital services when you simply need medication refills. It seems problematic that an automated system suggests hospital attendance when all that's needed is to speak with someone directly. That said, the reception staff experience isn't ideal either. Many come across as dismissive and disinterested, and some appear to overstep their role. It feels uncomfortable disclosing health concerns to reception staff, particularly given the lack of privacy—conversations can easily be overheard by others in the waiting area. The self-check-in system at appointments also seems counterintuitive. If reception staff are primarily directing people to screens for self-registration, it raises questions about the necessity of those positions. Staff sometimes make judgements about your concerns before you've had the opportunity to fully explain them. Sending patients to hospital for services that could be provided at the surgery level wastes valuable NHS resources. It's concerning that surgeries frequently redirect patients to accident and emergency or hospital departments. The primary care system in the UK appears to be struggling significantly. There could be efficiency gains if certain procedures were conducted during appointments rather than requiring separate visits. For instance, if blood tests are deemed necessary, collecting samples on the day rather than scheduling a follow-up appointment weeks later would reduce waiting times considerably. Additionally, there's an inconsistency with appointment punctuality—patients are expected to arrive on time and wait in the reception area, yet appointments frequently run behind schedule. This same flexibility isn't extended when patients themselves are delayed.

Supportive care throughout my cancer journey

Since receiving a serious diagnosis, this surgery has provided excellent support throughout my healthcare journey. The clinical team in particular has been exceptionally helpful and supportive during this challenging time. I could not have asked for better care.

Prescription issues left me in pain

It appears there have been ongoing issues with prescription processing. I was directed to the pharmacy on multiple occasions within a short timeframe, yet the prescription still had not been issued. I remain uncertain about the expected timeline for this process. I have been experiencing discomfort throughout this period. When I contact the practice, I am advised to collect my medication from the pharmacy, but upon arrival there, I am informed that nothing has been received from the surgery. This back-and-forth situation has been frustrating and has not resolved my medication needs.

Surgery follow-up left without appointment support

Had an extremely disappointing experience following a surgical procedure when I was unable to secure follow-up appointments for wound care, which forced me to seek assistance elsewhere. Despite being a long-standing patient, the service quality has noticeably deteriorated in recent times, with significant difficulties obtaining appointment slots even for routine checks, often requiring lengthy waits. I have since decided to register with a different practice and feel relieved to have made this change.

Caring approach across both surgery locations

An excellent medical practice, with outstanding levels of care provided across both of the affiliated locations.

Waiting months for an appointment that never came

The surgery experience has been disappointing. I attended for a blood test following a significant health event some months ago. The clinician arranged testing for certain functions, though I felt some expected investigations were not carried out. I have been awaiting an in-person appointment for several weeks, with the explanation given being high demand. However, I observed the facility appeared quiet during my visit. I am concerned about not having had a proper clinical review or face-to-face consultation with a doctor for an extended period.

Friendly reception and efficient appointment booking

The practice is excellent and ranks among the finest in the local area.

Harder to book an appointment than get better

It feels simpler to endure health concerns rather than navigate the experience at this practice.

Supportive practice that actually listens

I have been a patient at this practice for some time now and I can honestly say they have provided better support for my wellbeing compared to my previous medical provider.

Practice dismissed me without completing paperwork

This practice has been very disappointing. I have experienced serious health events and felt let down when I was unable to continue receiving care due to an administrative requirement that I was not aware of at the time.

Phone queue made appointment feel pointless

I have concerns about the service at this practice. It appears difficult to reach them by telephone, and I question whether issues are being addressed appropriately. I'm also uncertain about how appointments are being recorded for payment purposes. I've had multiple interactions with the musculoskeletal team and been prescribed two different medications. The first provided no benefit, and the second caused side effects that are incompatible with my work commitments. I feel I require proper clinical intervention rather than consultation alone. I'm disappointed with my experience at this practice. I would not recommend it. I have given the lowest possible rating as I felt compelled to leave feedback about my experience.

Impossible to reach by phone for appointment changes

The practice feels frustrating to use. Getting through to reschedule appointments is extremely difficult, and despite attempting to make changes throughout the day, a letter arrived indicating a missed appointment with warnings about potential removal from the patient list. Waiting periods for appointments are lengthy, and there's a sense that progress with health concerns is limited due to being redirected repeatedly. When appointments do come through, they're sometimes with less experienced staff members who have limited prescribing authority, making the visit feel unproductive. Overall, the experience leaves one feeling it might be easier to manage health issues independently rather than engage with the service.

Quick response from form submission to pharmacy

I had a wonderful experience using the online consultation service this week. I submitted my request in the morning and received a call within an hour from a member of staff who explained that the clinician had reviewed my case and recommended a pharmacy referral. The staff member took time to walk me through this process in detail, which was particularly helpful as it was new to me. I was then able to speak with the pharmacy of my choice, receive a consultation, obtain my prescription and collect my first dose all by early afternoon. I'm very pleased with how smoothly everything went from start to finish. Thank you to all the staff involved for their efficiency and support throughout.

Reception didn't follow through on promised calls

They often claim to have made contact attempts when they haven't actually done so. The reception team in particular seems unreliable in this regard. Communication could definitely be improved.

Poor service and feeling unheard

I wish I could rate lower due to very poor customer service and feeling that my concerns were not thoroughly examined.

Receptionist unhelpful when booking appointment

Absolutely ridiculous. The receptionist was unhelpful at all.

Promised phone calls that never came through

Submitted multiple online consultations expecting to receive contact within the stated timeframe, but failed to receive any response on several consecutive occasions despite following up through the provided link. This was a frustrating experience.